Technical Support Engineer

About Us:

At Apolo, we're committed to simplifying AI/ML operations for organizations. By addressing the deployment challenges of AI/ML in varied environments, we provide cost-effective and hassle-free solutions. Our product comprises managed services and comprehensive tools that allow businesses to focus on their core objectives, ensuring seamless AI adoption and innovation without the operational complexity.

The Role:

We’re looking for an experienced Support Engineer to triage, route, and ensure reported incidents are resolved efficiently. As a key member of our customer success team, you will be the first point of contact for our users, playing a critical role in their journey with our platform. This is more than a support role; it's a launchpad for a career in MLOps or DevOps. We are committed to providing you with the mentorship and learning opportunities to grow into a more senior technical role within our company.

This role is ideal for someone with strong technical skills and a proactive mindset—someone who enjoys exploring and experimenting with new technologies and has an interest in learning DevOps and MLOps practices.

Note: We are specifically looking for candidates based in time zones aligned with PST or EST to ensure coverage for our core support hours.

Must-Have Qualifications:

• Proven hands-on experience as a Support Engineer or in a similar technical customer-facing role.
• Strong written and verbal communication skills in English.
• Solid understanding of fundamental networking protocols (e.g., TCP/IP, DNS, HTTP/S).

Nice-to-Have Skills:

• Past support experience with any Software as a Service (SaaS) or Platform as a Service (PaaS) systems would be a heavy plus
• Experience with Zendesk and GitBook
• Basic knowledge of Python
• Basic knowledge of virtualization and dockerization systems
• Familiarity with API documentation and developer tools
• Basic understanding of software development processes
• Strong research skills to gather information from subject matter experts and other resources
• Basic knowledge of machine learning (ML), MLOps, artificial intelligence (AI), generative AI, and related technologies
• Aim to develop as an MLOps or DevOps engineer

Responsibilities:

• L1 support, help customers directly with their issues.
• Participate in building up the support processes and department.
• Collaborate cross-team to gather context and all required information, ensuring customers’ issues are resolved and they are overall satisfied.
• Work closely with customers to gather all necessary information.
• Support customers with their projects, share product knowledge and experience.
• Guide customers on how to use the product and its features.
• Maintain internal documentation for the support team and external FAQs for customers.

What We Offer:

• Work remotely, ensuring time zones align for effective collaboration.
• Direct mentorship from our senior DevOps and MLOps engineers who will guide your learning and career development.
• Shape the product's direction and success by taking ownership of essential components.
• Solve complex and innovative challenges.
• Join a supportive and dynamic team environment.
• Receive a competitive salary and benefits package.